Property owner and developer Frasers Property UK has partnered with property management specialist MAPP to further improve the customer experience and transform sustainability performance across six business parks. Along with social considerations, the parks’ environmental impacts and people’s ability to live life more sustainably at work are key to Frasers Property UK and MAPP’s forward-thinking approach.
Collaborative working across 325,000m2 UK business park portfolio
Sustainability targets integrated into the Service Level Agreement
Asset-level approach to deliver a net-zero carbon roadmap
Frasers Property UK (FPUK) launched a tender process in 2019 to bring together property management services for its six business parks in the South East, spanning around 325,000m2 of space. By working collaboratively with a single partner, they aimed to systematically improve the customer experience and sustainability performance.
One driver behind this was occupiers increasingly seeking responsive and active management to offer their employees choice and support their wellbeing, and to reduce the carbon footprint of their workplace. A more collaborative approach to property management also supports FPUK’s sustainability targets, which include net-zero carbon emissions from energy and water use in all landlord-controlled areas by 2030 and a 5 Star GRESB rating by 2024.
From the start of the tender process, FPUK’s Asset Management team instructed the external advisor to prioritise sustainability. In developing a market-leading Service Level Agreement, the team referred to BBP guidance (here) and best practice in the market, including by Managing Agent Partnership members (examples here).
Reflecting mutual high standards of property management, sustainability and customer experience, MAPP won the mandate for Farnborough Business Park in Hampshire, Watchmoor Park in Camberley, Winnersh Triangle Business Park near Reading, Maxis in Bracknell, Chineham Park in Basingstoke and Lakeshore, in Bedfont Lakes. This portfolio of high-quality business parks located in key satellite towns near London enjoys strong occupier demand, attracted by good connectivity and thriving campus environments.
One team approach
From the start, FPUK and MAPP integrated their teams at asset-level to enable greater collaboration. This includes FPUK Asset Managers sitting alongside MAPP Surveyors and Facilities Managers. This forward-thinking approach has created a positive environment for informed decision-making and shared actions.
Examples of shared activities are:
Acting on information together
FPUK conducts Sustainability Working Group meetings with key individuals from both companies to openly discuss concerns, performance and opportunities. These meetings are managed in a way that puts the FPUK and MAPP sustainability ambitions first, avoiding the traditional ‘owner wanting answers from the managing agent’ forum. As a result, the sessions are inclusive and dynamic, generating good discussion and leading to real action.
Actions through the Group include:
Going beyond the Service Level Agreement
The approach shown by both companies has created an aim to push beyond the wording in the Service Level Agreement, working collaboratively to deliver on all the targets and seek further opportunities on the net-zero carbon roadmap.
Ilaria del Beato, CEO of Frasers Property UK: “Our vision is to create places where people and businesses can flourish, and occupier experience is central to that mission. In appointing MAPP across our business park portfolio, we have found a strategic partner who shares our focus and commitment to delivering outstanding sustainable workspaces with vibrant and well-connected communities.”
The additional property management services were priced into the contract between MAPP and FPUK. This includes a budget for a Sustainability Manager and Sustainable Travel Manager on the ground, who will be working with property teams across the portfolio.
The partnership covers over £4m of annual energy and water costs, meaning that environmental improvements have the potential to deliver substantial cost savings for FPUK occupiers in the coming years.
How to grow a collaborative relationship between property owner and managing agent?
FPUK previously had different managing agents across its UK business park portfolio. Engaging a single partner across the portfolio offered the opportunity to work more closely together and increase focus on a range of property management areas, including sustainability. Setting out clear expectations on sustainability and occupier engagement in the Service Level Agreement helped FPUK identify a partner who shared its high standards. The level of experience and commitment to sustainability among managing agents can vary considerably, even among members of the Managing Agents Partnership. MAPP has embraced a fresh one-team approach. The relationship is off to a positive start, with huge potential for the future, as FPUK and MAPP work collaboratively towards shared ambitions and goals.
How to put Asset Sustainability Action Plans into practice?
Some of the biggest challenges are yet to come. To minimise the risk that the Asset Sustainability Action Plans are prepared but not maintained, FPUK and MAPP have developed an overarching timetable for the first 12 months. During the first phase, FPUK and MAPP are embarking on an education programme to raise awareness of sustainability matters among property teams, empowering them to identify opportunities and take action to improve performance. To maintain momentum, there will be quarterly Sustainability Working Group meetings between property managers, FPUK’s Sustainability Manager and MAPP’s Head of Sustainability and Social Value. Action Plans will contain clear and detailed actions that progress can be measured against on a quarterly basis. To further empower property teams to deliver improvements, FPUK and MAPP are planning the rollout of smart metering for electricity, gas and water consumption across the portfolio. An initial review has revealed that around 90% of landlord-controlled areas is covered by smart meters for electricity consumption, with 30-minute pulsed data at a whole building level. However, smart metering coverage is much lower for electricity consumption in occupier areas and at a plant level, as well as for gas and water consumption. These are areas where FPUK and MAPP will expand smart metering.
Rowan Packer, Executive Director, Head of Sustainability and Social Value at MAPP
“MAPP is very excited to be working with an owner like FPUK who shares our net-zero carbon ambitions and has a reputation and experience around making a difference to the built environment. This partnership will redefine the workplace of tomorrow and our role is to help deliver this and ensure the occupiers love their buildings and spaces around them.”
Ilaria del Beato, CEO of Frasers Property UK